Gravity Service Appointments and Time In Service

[Ron_Burgundy]

Decided to create this because my window issue is not a bug and it feels like “bugs/issues” is getting a bit noisey and I feel like we need a place to discuss issues and service beyond bugs.

In particular, I am curious to understand how long it’s taking folks to schedule a service appointment for Gravity and how long it’s staying in service - which clearly depends on the issue.

My window issue was temporarily resolved by the tech pulling it up manually by removing interior door panel. This was helpful to go in a trip, but now I have an inoperable rear door with the internal in my garage.

The soonest they could give me an appointment is 9/18. Is that “normal”? Everyone has spoken about excellent service, but the 3 week wait is about what I had with Rivian and Tesla. Seems like Lucid is already getting a bit overwhelmed. Also, I was told “since it’s a Gravity, we definitely want to make sure you get a loaner as we don’t know timing yet for repairs…”. I get that it’s new, and again, I am not whining, but trying to get some context from other Gravity owners and/or Air owners.

I can wait, I just don’t love the idea that this may be normal. Any insight would be appreciated.

 

[hmp10]

Our first service visit by a mobile tech was on July 29. At that point he confirmed the navigation system and the GPS transmitter were not working in our Gravity and that the ghosts dancing across the windshield were from a warped HUD screen. He spent a couple of hours on the phone with Lucid Engineering while they instructed him to do several short test drives to produce more information about the symptoms he was seeing. The conclusion of all this was that Lucid had no idea about next steps other than to open a case in order to pull in someone from the ADAS team.

The mobile tech came back on August 15 to replace some A-pillar trim in our Air and while there worked on the second-row seat noise in the Gravity (a temporary fix that soon failed). He still had heard nothing back from Lucid about how to proceed with the navigation, GPS, and HUD issues. Lucid finally took the Gravity in to the Miami Service Center on August 22. I texted today (August 27) to ask if they had diagnosed any of the issues and developed a repair approach. So far I've had no response.

This is a very different service experience from when we first got our Air Dream Edition at the end of 2021 when a stream of (mostly minor) problems were responded to very quickly. I got the impression that the service teams were better trained to deal with Air issues upon its introduction than what I'm seeing now. It's sort of a mirror of the confusion and misinformation I and others have gotten during our Gravity delivery orientations during the June deliveries where an almost total lack of training was evident. In fact, between the July 29 and August 15 visits from our mobile tech, he had attended a week-long training session on the Gravity -- his first -- and well over a month after June deliveries started.

I don't want to reveal any sources, but I've been told that the service network is a bit alarmed at the volume of issues they've been seeing with Gravities, as they had been assuming/hoping that it would be more buttoned down at start of deliveries than was the Air.

In any case, I think I'm seeing one of my worries materialize: that the move into a larger market might overwhelm the Lucid Service organization in the same way that I experienced when Tesla brought the Model 3 to market. We have now had a Gravity for two months during which none of its issues have been resolved. We've already canceled one road trip we hoped to take in the Gravity, and I'm now worried about the next trip on September 9. At least our Air can now use Superchargers (albeit a bit slowly), especially with Electrify America apparently having shut down some of their southeast locations for equipment upgrades.

 

[Ron_Burgundy]

^. This is/was my concern. If they’re “only” into the triple digits on deliveries - give or take per Nick Twork - it’s disheartening to see the service network so (potentially) overwhelmed.

The window regulator for my Gravity can be replaced via mobile tech. That’s what the mobile tech was going to do, so having to wait 2+ weeks with an inoperable rear door concerns me. I also fell like it’s kind of a safety issue if my kids are back there…

Regardless of Gravity deliveries, I think Lucid as a company has “only” delivered 27,000 cars - and that’s all across the US and KSA. I do hope they continue to invest in their service network. Love the cars, love my Gravity, but really slow service will stop them from growing. “Normal” buyers will not accept long delays for relatively quick fixes. I can deal with it as I knew what I was getting into and the drive is worth it - but there’s only so many of us out there.

 

[hmp10]

This is/was my concern. If they’re “only” into the triple digits on deliveries - give or take per Nick Twork - it’s disheartening to see the service network so (potentially) overwhelmed.

We're still getting quick service on our Air, both by our mobile tech and by the Miami Service Center. For instance, we drove our Air over to Miami to sign the delivery papers for the Gravity because we wanted them to look at yet another problem with the Air frunk lid. They hopped right on it and replaced the struts and the latches while we did the Gravity orientation and then walked around the corner for lunch. Same thing with the Air A-pillar trim replacement by the mobile tech. He figured out the parts he needed on the July 29 visit and did the repair on the August 15 visit (not an urgent issue, and I told him to just slot us in at his convenience).

I think that at this point the Gravity is putting excessive load and delay on the Service Centers for two reasons: parts shortages and lack of direction from Lucid about how to effect some repairs. This means they are slower to bring the Gravities into the shop and that it takes longer to do the repair once there, as they're having to wing some things. Perhaps some of this will correct once parts availability opens up and Lucid HQ can give better direction about fixes -- neither of which problems lie with the service network itself.

I overhead an interesting snatch of conversation between our mobile tech and someone in Lucid engineering when the navigation problem was being assessed. The engineer kept asking him for more evidence of the problem -- not more symptoms, but more proof that the system had a problem at all, even though the tech had already driven the car twice and sent him video of the frozen satellite screen in the moving car. Finally, the tech asked me to drive the car so he could take longer and more detailed videos (that revealed nothing new). The mobile tech got a bit frustrated, and he and the engineer digressed into a sidebar about how much more documentation and paperwork Lucid was now requiring both from the field and internally about everything. It used to be that the mobile tech showed up, assessed the problem, ordered the part (if he didn't already bring it with him based on an earlier phone assessment), and showed up a few days later to install it. Now they are having to do a lot more documentation and apparently get more pre-approvals before proceeding with even simple repairs.

I don't know whether this is a symptom of an organization maturing as it gets more sophisticated in its efforts to make service more efficient and better cost-controlled or whether it's the bureaucratic ossification that can sometimes set in if an organization doesn't keep a watch out for it.

 

[yadaBaga]

We were originally given a date 3 weeks out for them to pickup the car and drop off a loaner. When I called back to see if a mobile tech could come instead (I didn’t want to be separated from the car for too long haha), they found a slot that was a few days out. Kept car for 3 days. Getting it back today.

Have talked to them on the phone a few times. Didn’t seem overwhelmed or trying to dismiss any issues. Very professional and great to interact with. Now they weren’t able to repro two main issues I sent it in for (frunk and side view mirror opening) which is a little concerning but not from lack of trying. They took care of some other minor things. And gave a complimentary car wash which is a really nice touch. Also charged it up to its max percentage set in my app.

 

[Ron_Burgundy]

They’ve not been dismissive in any way and have tried to help and have been helpful. Just trying to understand whether a 2-3 week wait is what we should expect.

I think, as @hmp10 said, everything is new for Gravity - including the regulator for my window. The mobile tech accidentally brought one for the Air, but not his fault. So, I think Lucid needs to continue to educate their service teams and communicate with them.

Early days of our first X everything took longer as they couldn’t get parts, didn’t know what to do, etc…so I hope this passes. But then Tesla came out with 3 and Y and that was the end of their strong service. I don’t think that will be the case with Lucid for Gravity.

Also, because there are a lot of random bugs, I have a hunch some folks are calling and asking for service when there’s no issue. Examples include wireless charging error, headlight error, air suspension, etc. Bu that’s all over in the bugs thread.

 

[hydbob]

^. This is/was my concern. If they’re “only” into the triple digits on deliveries - give or take per Nick Twork - it’s disheartening to see the service network so (potentially) overwhelmed.

The window regulator for my Gravity can be replaced via mobile tech. That’s what the mobile tech was going to do, so having to wait 2+ weeks with an inoperable rear door concerns me. I also fell like it’s kind of a safety issue if my kids are back there…

Regardless of Gravity deliveries, I think Lucid as a company has “only” delivered 27,000 cars - and that’s all across the US and KSA. I do hope they continue to invest in their service network. Love the cars, love my Gravity, but really slow service will stop them from growing. “Normal” buyers will not accept long delays for relatively quick fixes. I can deal with it as I knew what I was getting into and the drive is worth it - but there’s only so many of us out there.

If you don't need a loaner then I was able to get an appt in a few days. I eventually decided not to bother with my issues and to wait for a longer list of issues as I didn't want to be without my Gravity for an extended period of time. This was the BH service center.

 

[Ron_Burgundy]

If you don't need a loaner then I was able to get an appt in a few days. I eventually decided not to bother with my issues and to wait for a longer list of issues as I didn't want to be without my Gravity for an extended period of time. This was the BH service center.

I do think the loaner creates a longer wait. I, too, have a “non important” list that I wasn’t going to address, but once the window got stuck open, I had to address. If they knew it would take a day or two, I’d uber, but they said “since it’s a gravity, you better get a loaner…”

Honestly, I don’t really mind having it stuck closed except the interior panel can’t be put back on and I worry someone will accidentally move/mess with it when they’re sitting in back - there are a bunch of exposed wires, etc. As well, I do think it’s a safety issue if one door cannot open at all. There’s no handle since there’s no interior panel and no manual latch available.

 

[rodagoca]

The soonest they could give me an appointment is 9/18. Is that “normal”? Everyone has spoken about excellent service, but the 3 week wait is about what I had with Rivian and Tesla. Seems like Lucid is already getting a bit overwhelmed. Also, I was told “since it’s a Gravity, we definitely want to make sure you get a loaner as we don’t know timing yet for repairs…”.

3 weeks is our wait for an Air appointment in Natick, Ma.

 

[FirstLucidFL]

I have wind noise coming from my front passenger window. I noticed it immediately upon delivery since I drive for a couple days with no music and minimal AC. It’s noisy above 50mph and sounds like a window is cracked open. Got an appointment within one day here in West Palm Beach, FL and they were able to give me an Air loaner. The tech I took out on the drive heard the noise and established it was a seal around the front passenger window that needs to be replaced. They ordered the part, the next day when it delivered they realized it was the wrong part. Told me they ordered the correct one and that’ll deliver the next day. The next day comes and they call to tell me the part is actual on back order since this is a known problem with the Gravity. So I am now picking up my car that is not fixed and having to take it back in when the part becomes available. Not the best outcome and experience but overall it’s the only issue my Gravity has at the moment.

 

[Ron_Burgundy]

Location definitely matters. There are a lot (relatively) of Airs in the DMV area and one service center, so I think that makes a difference. Feels like there are far fewer Airs (and Gravity) in other parts of the country.

 

[msaunders9430]

Today marks exactly one week since the mobile tech gave me the verdict on my key card issue; center console replacement.
I've been out of town all week, so I decided if I hadn't received an update on the part, I'd call today.

I started with Lucid Customer Care (LCC); thinking they would see whatever info the local service center put in the system pertaining my issue.
They had no info.
Called the service center (Mechanicsville, VA) manager; left voicemail.
Decided to call LCC back to see what they could tell me about the technical service campaign involving the center console.
They had no info.
Rep said he would contact Lucid service who would also follow up with the local service center.
I should expect a call back today or tomorrow.

No idea how many Lucids are being serviced by the service center, but I know they aren't a dedicated Lucid service center.
I've seen Rivians and Teslas at the shop.
They're certified to work on a variety of cars, including Lucids.

As was the case during the first half of this year with Gravity deliveries; communication.
Just tell me something, as in what actions have been taken since the mobile tech visit.
Be honest because I will hold you to your word, within reason.
I can take honesty even if I don't like it.

Hope to have an informative update here within the next 24-30 hrs.

 

[Ron_Burgundy]

Appreciate the update and hope you hear news soon.